Customer Retention and Growth Manager

A Customer Retention and Growth Manager develops and implements strategies to engage and satisfy existing customers. They also identify opportunities for expanding business with those customers. 

They focus on understanding customer needs and behaviors to foster loyalty, ultimately ensuring that customers continue to use a company's products or services.

Customer Retention and Growth Managers analyze customer data to identify trends and design targeted marketing campaigns to enhance customer engagement. They work closely with sales and support teams to address customer concerns. 

Customer Retention and Growth Managers track the effectiveness of retention initiatives, gather feedback, and adapt strategies as necessary to boost customer satisfaction and drive growth.

Join our team as a Customer Retention and Growth Manager, where your leadership will drive lasting customer relationships and sustainable business growth!

The ideal candidate for this position is a motivated self-starter with excellent interpersonal skills and a passion for customer service. You will be responsible for maintaining relationships with existing customers and developing strategies to grow our customer base.

Your efforts and expertise will enhance customer satisfaction and loyalty, ultimately contributing to our company's success.

• Develop and execute customer retention and growth strategies.
• Analyze customer data and behavior to identify opportunities for upselling and cross-selling.
• Implement loyalty programs and initiatives to increase customer retention rates.
• Collaborate with marketing teams to create targeted campaigns for customer engagement and retention.
• Conduct regular customer feedback surveys to gather insights for improving customer experience.
• Monitor key performance indicators related to customer retention and growth.
• Identify and address customer pain points to improve overall customer satisfaction.
• Build strong relationships with existing customers to enhance loyalty and advocacy.
• Work closely with sales teams to drive upsell opportunities and expand customer portfolios.
• Lead customer success initiatives to ensure seamless onboarding and ongoing support for customers.
• Stay updated on industry trends and best practices in customer retention and growth strategies.
• Prepare reports and presentations on customer retention and growth metrics for senior management.

• Achieved X% growth in customer lifetime value by implementing targeted retention strategies.
• Increased customer retention rates by X% within the first year.
• Drove X% increase in revenue through upselling and cross-selling initiatives.
• Improved Net Promoter Score (NPS) by X points through enhanced customer satisfaction initiatives.
• Reduced customer churn rate by X% through proactive retention efforts.

• Bachelor’s degree in Marketing, Business Administration, or related field.
• A minimum of 3 years of relevant eCommerce growth experience.
• Solid experience in PPC campaigns, social media, SEO, Google Analytics, and relevant knowledge of the other responsibilities listed.
• An excellent understanding of online customer journeys and omnichannel experience, and can identify key areas and content to optimize for customer experience and growth.
• Highly creative with the ability to innovate and originate ideas
• Proficient analytical skills, supported by outstanding attention to detail
• Understanding of brand identity, storytelling, and branded content.
• Ability to multitask, prioritize, and adhere to deadlines while maintaining attention to detail and quality.
• Clear and concise written and oral communication skills
• Experience working cross-functionally and/or in matrixed organizations